To be effective in improving quality

To be effective in improving quality - ,,fromthehighest ....

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To be effective in improving quality, TQM must be supported at all levels of a firm, from the highest  executive to the lowest-level hourly employee. TQM extends the definition of quality to all functional  areas of the organization, including production, marketing, finance, and information systems. The  process begins by listening to customers' wants and needs and then delivering goods and services  that fulfill these desires. TQM even expands the definition of customer to include any person inside  or outside the company to whom an employee passes his or her work. In a restaurant, for example,  the cooks' customers are the waiters and waitresses. This notion encourages each member of the  organization to stay focused on quality and remain fully aware of his or her contribution to it and  responsibility for it. The TQM philosophy focuses on teamwork, increasing customer satisfaction, and lowering costs. 
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This note was uploaded on 11/18/2011 for the course MGMT 4375 taught by Professor Eixmann during the Fall '11 term at Texas State.

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